Community Support Agent, Product Operations

Tumblr

Tumblr is a social media platform where millions of people come together every day to share their ideas and connect over passions. Founded in 2007 by CEO David Karp and acquired by Oath Inc. in 2017, Tumblr helped establish New York City as a global innovation hub for technology. We’re big enough to give you the resources you need and still small enough that you can work on things that matter to our company and community.

Our Community Support Team is looking for an expert Tumblr user who can empathetically help users solve any problems they might be having using this wonderful thing. In addition to providing technical user support through email, this role will focus on preparing support plans for product launches. You should be a technically-savvy, detail-oriented problem solver, who brings a can-do attitude to this can-do workplace. This is a full-time position that works from our headquarters in New York City and requires bi-weekly weekend shifts.

What you’ll do:

-Assist users when they run into technical problems through email support tickets.

-Use patterns in incoming tickets to identify, diagnose, and escalate product issues, bugs, and user feedback.

-Keep tabs on a fast-paced product development pipeline, gathering pertinent information and offering a community perspective.

-Keep our team abreast of upcoming product changes and train them to assist our users, and solicit their expert opinions on new features.

-Draft help content that will explain the world-ending changes we make with each product release through FAQs and emails.

-Track, collect, and package user sentiment during and after each product launch.

What we’re looking for:

-At least 2-3 years of experience in a similar role supporting product launches, or a lead queue role in a support environment utilizing a ticket based support system.

-A flexible and self-directed worker; someone who can jump from the ticket queue into a launch recap meeting, and back again.

-A quick learner with a demonstrated ability to problem solve, both independently and with peers. Be ready to hit the ground running!

-Proficiency with MacOS, Google Docs, JIRA, Confluence, Zendesk and Slack (or similar tools).

-Experience working alongside technical teams, meaning: the ability to honestly and dispassionately discuss, prioritize, and advocate for engineering solutions to problems our users are having.

-Good judgement. Or better yet, great judgement.

-An active interest in and understanding of how products get developed and released.

-A passion for Tumblr, and a thorough understanding of our features and community. If you’re active in online communities (and we hope you are) we’d love to know more about what you do and where.

-Bonus points if you have CSS, HTML, or other coding experience.

 

Tumblr is a platform for diverse communities to express diverse points of view, and we’re committed to hiring a workforce that reflects that. We know that teams who bring a variety of backgrounds and perspectives into their work build better products—and that better products mean, in turn, a better experience for all of the communities we serve. We do not discriminate based on race, religion, national origin, disability, medical condition, marital status, sex, gender identity, gender expression, pregnancy, age, sexual orientation, military or veteran status, or any other protected category, in accordance with applicable federal, state, and local laws.

If you require a reasonable accommodation to apply for a job or participate in the application process, don’t hesitate to contact us.